AccountId: 011433970860
ContactId: 043761c2-6a26-4d6d-9aff-6e92d52d0aca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113500 ms
Total Talk Time (AGENT): 38207 ms
Total Talk Time (CUSTOMER): 42937 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/043761c2-6a26-4d6d-9aff-6e92d52d0aca_20250507T21:21_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], I'm calling from [PII]'s office. I need to go over benefits on a patient.
[AGENT][POSITIVE] OK, can I get your name and a good callback number and I can help you with benefits.
[CUSTOMER][NEUTRAL] It's, it's [PII] that's [PII].
[AGENT][NEUTRAL] Can you have the policy number of the patient, [PII]?
[CUSTOMER][NEUTRAL] 02286549 ML 8.
[AGENT][NEUTRAL] And you have a patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII] [PII].
[AGENT][NEUTRAL] Uh show the policy is effective [PII] and active, and is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, for office, um, surgery, um, if the patient was to do a procedure in the office, would she be covered by this gap plan?
[AGENT][NEUTRAL] OK, it's not a guarantee of payment basic outline of the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold up
[AGENT][NEUTRAL] Uh, looks like there's no coverage for office, um, procedures.
[CUSTOMER][NEUTRAL] So procedures are in the office she doesn't have coverage for.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEGATIVE] She has no coverage for anything?
[AGENT][NEUTRAL] Yeah, it's coverage for outpatient services.
[AGENT][NEUTRAL] Um, rendered in the hospital, um, let's see, diagnostic in the hospital.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, OK, so just hospital benefits right, that's fine. May I have a reference number for the call, thank you.
[AGENT][NEUTRAL] Um, my name, it's my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] All right great thank you bye bye thanks thank you bye.
[AGENT][NEUTRAL] Yeah.